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Customer Success Roadmap

These are best practices to make sure that your new rewards exchange will be a success. Try to implement all of them, add your own ideas and also contact qiibee in case you need support.

Improve specific KPI’s

Low customer acquisition & earn rate
Low point redemption & exchange rate
Unused LAD credits
  1. 1.
    Use all of your LAD credits (no additional cost) - LAD credits are used to fund exchanges to other partners, to create new NFTs and more. If you have LAD credits laying around, use them! Every customer that exchanges your loyalty point to another partner will not cost you anything additionally as long as you have LAD credits.
    1. 1.
      Add a signup bonus (free points) to encourage new users to join the loyalty program.
    2. 2.
      Increase the nr. of points rewarded per action.
    3. 3.
      Run a sweepstake campaign. E.g. Every new user that signs up during the next 2 weeks will automatically take part in the sweepstake. The lucky winner will receive XY points.
  2. 2.
    Add new partners - Collaborate with other businesses that share a similar target audience to offer joint rewards. This can attract new users who may not have heard of your business before.
    1. 1.
      Easily connect with all the relevant partners via the qiibee rewards marketplace.
    2. 2.
      Couldn’t find the partner that you’re looking for? Go to the LAD > Marketplace > Brands you love section and let us know which your favorite partners are. We’ll do our best to integrate them as soon as possible.
  3. 3.
    Communication - Make sure loyalty program is communicated effectively.
    1. 1.
      Promote the benefits of the program: Make sure you’re promoting the benefits of your loyalty program to potential members. Highlight the rewards and perks that members can earn and how they can redeem them.
    2. 2.
      Place the loyalty program prominently on the website. Link to the program from the website itself.
    3. 3.
      Send out newsletter/email to all your customers and introduce to program.
    4. 4.
      Regularly post updates about the program (email, social media). Example: when you added new partners or created a new NFT.
  4. 4.
    Automate your loyalty program - The less manual work you have to do, the better the user experience.
    1. 1.
      Provide instant gratification: Offer instant gratification by providing small rewards for completing actions such as signing up or following the brand on social media. This can create a positive initial experience for users and motivate them to earn more points.
    2. 2.
      Automate (most) reward transactions. You can easily send out reward points manually via the qiibee Loyalty Admin Dashboard (LAD). However, this always needs your attention and manual intervention. Automate the sending out of rewards via the qiibee API to make sure your customers receive their points right after they completed the action. This incentivizes them to register at the spot and not days later when the manual follow up happens.
    3. 3.
      If you’re using 3. party tools, let us know which ones in the Dashboard > Extensions section. We’ll then make sure to integrate these tools as soon as possible in order to automate every process possible.
  5. 5.
    Offer multiple ways to earn points - Define which users you want to reward. If the goal is to build up a community of members, only rewarding for purchase might not be the best solution.
    1. 1.
      Add rewards for the signup to the loyalty program itself and promote this.
    2. 2.
      Utilize social media platforms to promote the loyalty program and offer exclusive rewards to users who follow the brand on social media or share their posts.
    3. 3.
      Use referral programs: Implementing a referral program can incentivize existing users to invite their friends and family to join the loyalty program. Offer rewards for each new user referred.
    4. 4.
      Your loyalty program does not have enough ways to earn points and thereby new users don’t register? qiibee prepared a list of potential earn options in the LAD > Extensions > Earn options. Select the ones that fit to your program and we’ll make sure to integrate them as soon as possible.
  1. 1.
    Use all of your LAD credits (no additional cost) - Use LAD credits to fund exchanges to other partners. If you have LAD credits laying around, use them! Every customer that exchanges your loyalty point to another partner will not cost you anything additionally as long as you have LAD credits.
    1. 1.
      Temporarily increase the value of your loyalty point (contact qiibee to do so) so that your members get more partner rewards for the same amount of your loyalty points. And don’t forget to communicate it!
    2. 2.
      Increase the nr. of points rewarded per action. Maybe it takes too long to accumulate the number of points needed for a given reward?
    3. 3.
      Run seasonal or partner specific promotions. f.e. "get double the amount of XY points when exchanging your points during summer sale". Advertise promotions through all your marketing channels such as social media, newsletter, website banners, etc!
  2. 2.
    Add new partners - Collaborate with other businesses that share a similar target audience to offer joint rewards.
    1. 1.
      IMPORTANT: Ask your members what their favorite partner reward is. Through qiibee, you can offer them pretty much anything they want. Let’s figure out what this is and add it to your program.
    2. 2.
      Easily connect with all the relevant partners via the qiibee rewards marketplace.
    3. 3.
      Couldn’t find the partner that you’re looking for? Go to the LAD > Marketplace > Brands you love section and let us know which your favorite partners are. We’ll do our best to integrate them as soon as possible.
  3. 3.
    Add new redemption options - You know your members best. Offer them what they want.
    1. 1.
      Offer more attractive rewards: Re-evaluate the rewards you’re offering and consider making them more desirable to users. Conduct research on what your target audience wants and adjust the rewards accordingly. Or maybe you can offer them via the qiibee marketplace?
    2. 2.
      Use an existing reward and easily create an NFT out of it via the LAD. Communicate your new NFT and see how your audience reacts. Offer more options to members by enabling them to transfer or even sell their NFT through your loyalty program, powered by qiibee.
  4. 4.
    Communication - Make sure loyalty program is communicated effectively and it creates a sense of urgency.
    1. 1.
      Encourage users to spend their points by creating a sense of urgency around the rewards. Set expiration dates on points or offer limited-time deals to incentivize users to redeem their rewards.
    2. 2.
      Promote the benefits of the program: Make sure you’re promoting the benefits of your loyalty program to potential members. Highlight the rewards and perks that members can earn and how they can redeem them.
    3. 3.
      Regularly post updates about the program (email, social media). Example: when you added new partners or created a new NFT.
  5. 5.
    Automate & personalize your loyalty program - The less manual work you have to do, the better the user experience.
    1. 1.
      Simplify the redemption process: Make it easy for users to redeem their rewards by streamlining the process. Ensure that the redemption process is intuitive, user-friendly, and accessible through multiple channels (such as in-store, online, or through a mobile app).
    2. 2.
      Send personalized reminders: Use email marketing or push notifications to send personalized reminders to users who have not yet redeemed their rewards. This can help users remember to spend their points and feel more engaged with the loyalty program
    3. 3.
      If you’re using 3. party tools, let us know which ones in the Dashboard > Extensions section. We’ll then make sure to integrate these tools as soon as possible in order to automate every process possible.
  6. 6.
    Branded redemption shop - Get yourself your own branded storefront.
    1. 1.
      Offer more rewards and increase member engagement. With thousands of rewards available, ranging from gift cards to unique experiences, a branded redemption shop offers a unique shopping experience for your customers, which strengthens your relationship with them.
    2. 2.
      Brands that have introduced the branded redemption shop have experienced a 50% increase in employee engagement, a 20% increase in customer loyalty, a 25% increase in sales revenue, and a 15% reduction in customer churn. We offer more than 10 million rewards across 185 countries, with support for 62 currencies and 38 languages. Brands such as Sony, Samsung, Apple, and Sephora are some of the many brands available in branded redemption shops that provide customers with a one-of-a-kind shopping experience.
    3. 3.
      Contact us today to learn how we can help you strengthen your relationship with your customers and increase your brand recognition.
  1. 1.
    Push engagement through existing partners - If you have LAD credits laying around, use them! Every customer that exchanges your loyalty point to another partner will not cost you anything additionally as long as you have LAD credits.
    1. 1.
      Temporarily increase the value of your loyalty point (contact qiibee to do so) so that your members get more partner rewards for the same amount of your loyalty points. And don’t forget to communicate it!
    2. 2.
      Increase the nr. of points rewarded per action. Maybe it takes too long to accumulate enough loyalty points in order to get real value when exchanging to partner rewards?
    3. 3.
      Run seasonal or partner specific promotions. f.e. "get double the amount of XY points when exchanging your points during summer sale". Advertise promotions through all your marketing channels such as social media, newsletter, website banners, etc!
  2. 2.
    Add new partners - Collaborate with other businesses that share a similar target audience to offer joint rewards. This can attract new users who may not have heard of your business before.
    1. 1.
      IMPORTANT: Ask your members what their favorite partner reward is. Through qiibee, you can offer them pretty much anything they want. Let’s figure out what this is and add it to your program.
    2. 2.
      Easily connect with all the relevant partners via the qiibee rewards marketplace and push engagement via the tips shared above.
    3. 3.
      Couldn’t find the partner that you’re looking for? Go to the LAD > Marketplace > Brands you love section and let us know which your favorite partners are. We’ll do our best to integrate them as soon as possible.
  3. 3.
    Create NFTs to push engagement - NFTs have a unique digital nature and scarcity, which can make them highly desirable to customers. By offering NFTs as part of your loyalty program, you can increase the perceived value of the program and provide customers with a unique and exclusive digital asset that they can own.
    1. 1.
      Increased engagement through collectibles: NFTs are highly collectible, and customers are often motivated to acquire them to complete a set or series. By offering NFTs as rewards in the loyalty program, your client can increase customer engagement and encourage them to participate more frequently to earn NFTs.
    2. 2.
      Differentiation from competitors: Offering NFTs in a loyalty program can differentiate your brand from your competitors and attract new customers who are interested in digital assets and collectibles. This can increase brand awareness and loyalty among customers who value the unique and exclusive nature of NFTs.
    3. 3.
      Burn points for free: NFTs have a secondary market where customers can buy and sell them via your loyalty program (optional). You can take a fee on every secondary market sale that happens within your loyalty program and therefore burn outstanding loyalty points for free.
    4. 4.
      Innovative and modern brand image: Introducing NFTs to a loyalty program can position you as an innovative and modern brand that is willing to embrace new technologies and trends. This can increase brand appeal among younger and tech-savvy audiences who are interested in digital assets and blockchain technology.
    5. 5.
      Not sure how to get started? Use an existing reward and easily create an NFT out of it via the LAD. Communicate your new NFT and see how your audience reacts. Offer more options to members by enabling them to transfer or even sell their NFT through your loyalty program, powered by qiibee.
  4. 4.
    Branded redemption shop - Use your LAD credits and get yourself your own branded storefront.
    1. 1.
      Offer more rewards and increase member engagement. With thousands of rewards available, ranging from gift cards to unique experiences, a branded redemption shop offers a unique shopping experience for your customers, which strengthens your relationship with them.
    2. 2.
      Brands that have introduced the branded redemption shop have experienced a 50% increase in employee engagement, a 20% increase in customer loyalty, a 25% increase in sales revenue, and a 15% reduction in customer churn. We offer more than 10 million rewards across 185 countries, with support for 62 currencies and 38 languages. Brands such as Sony, Samsung, Apple, and Sephora are some of the many brands available in branded redemption shops that provide customers with a one-of-a-kind shopping experience.
    3. 3.
      Contact us today to learn how we can help you strengthen your relationship with your customers and increase your brand recognition.
We’re happy to support you wherever we can. Feel free to reach out to [email protected] or book an onboarding call via the LAD to go through your specific loyalty program and evaluate which tips suit you the best.

Generic Tips

  • Pick at least 3 exchange partners (prior to launch)
  • Promote on your website (launch day, ongoing)
  • Promote through social media (launch day - ongoing)
  • Promote in your newsletter (1 week after launch, ongoing)
  • Google Ad Campaigns (1-2 weeks after launch - ongoing)
  • Partner promotions (ongoing, seasonal)
  • Send out newsletter to your partners audience (within 1 month after launch)
  • Seasonal campaigns (holidays, Christmas, valentines day, ... Every 3-6 months)
  • Analyze the performance (regularly)
Leverage the Rewards Marketplace to offer your members unique exchange options, or monetize your rewards program and integrate new partnerships with one click. The most successful loyalty programs on qiibee have at least 3 active exchange partners. Select between frequent flyer miles, loyalty points, cryptocurrencies and more!

2. Promote the rewards marketplace on your website

1. Pick at least 3 reward partners that best fit to your program

Leverage the Reward Marketplace to offer your members unique rewards, or monetize your rewards program and integrate new partners with one click. The most successful loyalty programs on qiibee have at least 3 active partners. Select between frequent flyer miles, loyalty points, cryptocurrencies and more!

2. Promote the loyalty program on your website

Create a banner on the home page to catch the attention of your fans. Example of Musei del Cibo:
Add a dedicated page where you describe the rewards marketplace and its benefits and also add the page to your menu bar. If you use the Whitelabel App, add a button that redirects the customer to the App. See an example here.
If you have brick-and-mortar stores, place banners and other visuals. Make sure your customers notice it.

3. Promote your rewards marketplace through social media

3. Promote your loyalty program through social media

Tell your social media audience about your rewards marketplace and the active partnerships via posts, stories and tweets.
In case you don't reach the full audience, try to promote your posts via paid ads and also target potential customers who don't follow you already.

4. Promote your rewards marketplace in your newsletters

In case you send out regular newsletters, add a dedicated section for the rewards exchange. Link it to the Loyalty App to actively engage and remind your customers.

5. Google Ad Campaign

Start a Google Ad Campaign with Keywords targeting your rewards exchange f.e. combine the following key phrases with your brand name to get listed on top of search results when a user is searching for your program:
yourbrand + loyalty program yourbrand + customer loyalty yourbrand + customer loyalty program yourbrand + reward program yourbrand + rewards yourbrand + rewards program yourbrand + points yourbrand + points program yourbrand + miles yourbrand + miles program yourbrand + vip program yourbrand + vip yourbrand + coupon yourbrand + coupons yourbrand + discount yourbrand + discounts
Of course you'll get listed in the generic index as well sooner or later but this technique can boost your program right from the start and reach users you wouldn't reach anywhere else.

6. Partner promotions

Run seasonal or partner specific promotions. f.e. "get the double amount of XY points when exchanging your points during summer sale" to attract users to join the program and buy your products. Advertise promotions through all your marketing channels such as social media, newsletter, website banners, etc!
Can be easily connected with the following frequent flyer promotions!

7. Target the partners audience

You no longer are limited to your own customer network. Try to acquire new customers via the partners your now connected to. Launch a campaign and show them how easily they get rewarded with their favorite points. See an example here (Miles & More Newsletter):
​

8. Seasonal Campaigns

Run seasonal campaigns like Christmas promotions, Summer Point Rally or Valentines day specials. Give out extra points for exchanges and promote campaigns through your website, newsletter, social media and paid ads to get more sales and attract users to join your loyalty program.

9. Analyze the performance

Regularly check the Analytics section in the qiibee Loyalty Admin Dashboard (LAD) and evaluate the attractiveness of your loyalty program and your active partners. Maybe some of them don't perform as well as expected which might be due to geographical mismatches, different customer bases and other factors. Try to push those by actively engaging with your own and the partners community. Figure out what makes an active partner attractive for your own audience and add more partners that hit these criterias. With qiibee, adding new partners is as easy as possible. Use that to your advantage and find the partners that best fit to you!
Read through the next section to get more detailed tips to boost certain KPI’s of your loyalty program.

Educational resources

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Integration Options Overview
Last modified 4mo ago